Communication Policy & Procedure Lead - Contact Center

Job Description

Job Description

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.

Position Summary

The Communication Policy and Procedure Lead will oversee and maintain communication platforms, such as training SharePoint and the Knowledge database. Develop and execute communication strategies to provide clear, consistent messaging within an organization, fostering employee engagement and aligning with company goals. Assess the effectiveness of internal communications and policies and procedures through feedback and analytics, adjusting strategies as needed to improve engagement and information dissemination.

This role is based in Naperville, IL office. A regular in-office hybrid model (generally T - Th in office, M & F remote) is required, as our office environment is a key driver of our company culture and employee experience.

Responsibilities include but are not limited to :

• Manage communication channels. Oversee and maintain communication platforms, such as training SharePoint and the knowledge base, ensuring consistent and engaging content.
• Create engaging content : Develop explicit, concise, and compelling communication materials, including presentations, articles, and videos, to convey information to employees effectively.
• Contribute to process improvement : Identify opportunities to improve training and communication processes, recommending and implementing solutions to enhance efficiency and effectiveness.
• Analyze communication effectiveness : Track and analyze the effectiveness of communication strategies and training programs, using data to inform future planning and improvements.
• Complete internal reviews for our instructional designers and ensure key internal partners appropriately review all learning content after implementation.
• Consult on communication content, delivery, risk, and possible and likely consequences for stakeholders.

We’re Excited If This Is You

Experience and Qualifications of the Role

Computer Skills Needed to Perform the Job

Education

Certificates, Licenses, Registrations

N / A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $69,870 - $103,400 USD per year. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

Competencies

Communicate Effectively : Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things after moving on; can comfortably handle risk and uncertainty.

Priority Setting : Spends his / her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Written Communications : Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Process Management : Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

Technical Learning : Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

No external recruiter or agency calls / communication will be accepted. Qualified candidates should apply online.